All of the KB Support documentation in one place
A participant is someone who contributes towards a ticket on behalf of the customer. KB Support allows for an unlimited number of individuals to participate on a single ticket, and in keeping with our unique functionality of enabling guest customers to create and manage tickets, participants can also be guests as well as existing customers.
The Email Support extension for KB Support includes the Anonymous Replies feature. Before we go on, it is important to note that in order to make use of this feature, you must have the participants feature enabled within KB Support.
So what are . . .
Sometimes you know the ID or number of the ticket you need to work on, but finding it in the list of outstanding tickets can be time consuming. Especially, if there are a number of tickets outstanding in your queue.
With KBS, you can enter the post ID, or the number (if using sequential numbering) into the search field on the tickets list page prefixed with the # character, and if a match is found, it will be displayed for you.
The WooCommerce extension for KB Support integrates your store with KB Support to provide a complete sales and support solution for you and your customers.
The following information will enable you to get up and running in the most optimal way for your website and store.
The Shorter URL's extension for KB Support provides a simple solution for displaying friendlier URL's within the customer and agent facing emails generated by KB Support.
Configuring the Shorter URL's extension is very simple. The following information provides an overview of the options available.
Submission forms are always populated with some default fields which cannot be deleted via the Submission Forms page. However, it is still possible to hide any of those fields if you want to do so with some basic CSS code.
When the KBS Email Support extension connects to your mailbox, it does so using the standard IMAP flags. These include the mailbox server host name, the protocol to use (IMAP/POP3), the port number and the transport security.
However, from time to time, you may need to send additional flags in order to obtain a successful connection. This article describes how.
The Email Support extension requires the IMAP extension for PHP to be present. The IMAP extension is responsible for processing IMAP and POP3 connections from PHP and so without it, Email Support will not be able to connect to your mailboxes.
The way in which Email Support handles an email in reply to a ticket that is currently closed depends on how you have configured the core KBS settings.
You can choose to allow the creation of new tickets from emails that are received. There are a couple of options available to you and you should consider these carefully before enabling.